Jul 2016 – Aug 2018 · 2 yrs 1 mo · Gurgaon, India

Jun 2015 – Jul 2016 · 1 yr 1 mo

• 1st June'15 till 15th July'16
•  Determine appropriate staff management levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed.
•  Achievement of budgetary measurements & maximizing revenue generated efficiency.
•  Responsible for the executing global operating model for WFM support across the globe.
•  Instrumental in building good relationship with the operations and Client Team.
•  Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals.
•  Negotiation with Internal and External Clients for Project Development.
•  Performed a series of in-depth and analytical, administrative and research duties related to the program.
•  Leading team within organization and helping them coordinate effectively and work towards high standards of business ethics.

Oct 2013 – May 2015 · 1 yr 7 mos

•  Monitoring the intraday activities of the team to ensure smooth functioning in the programs.
•  Maintaining good team hygiene along with keeping the team motivated to work efficiently.
•  Constantly monitoring & analyzing MTD performance for the programs and providing suggestions to operations for improvement on timely basis to achieve the monthly goals. Performed a series of in-depth and analytical, administrative and research duties related to the program.
•  Development and maintenance of Standard Operating Procedures (SOP).
•  Work on driving changes and providing thought to the leadership by building customer relationship in achieving the company goals.
•  Differentiating between high performers and low performers of the team and helping them to improve further.
•  Coached and trained high performing team members to attain the next level in their hierarchy.
•  Worked closely on team building and ensured to create a fun at work environment.
•  Trained newly hired employees on both WFM knowledge as well as program specific tasks.

May 2009 – Oct 2013 · 4 yrs 5 mos

• Responsible for the day to day, minute to minute monitoring of projects for Real Time Adherence, Schedule Adherence, Line Adherence and other related Work Force Management Functions.
• Intraday management, line management, Queue management, Staffing, Internal Forecasting and Scheduling for the projects.
• Responsible for central traffic desk.
• Responsible for Tier I support for any downtime or outages.
• Reporting includes Variance Reports, Client Reports, End of Day Reports, Performance Reports, Outage Reports and Escalations as and when required.
• Offering Single Point of Contact or in other words providing a bridge between Operations and Clients.
• Effective management of the Service Level Agreement as per client.
• Managing the Process SLA targets and improvement plans based on the Six Sigma methods.
• Strategic Planning and Execution.
• Development and maintenance of Standard Operating Procedures (SOP).

May 2007 – Apr 2009 · 1 yr 11 mos